Customer Service Representative

Key Responsibilities

• Omnichannel Support: Deliver high-quality assistance via email, live chat, and other digital platforms, ensuring a seamless customer experience.
• Case Management: Diligently log, track, and manage the lifecycle of customer inquiries using our internal ticketing system.
• End-to-End Resolution: Take ownership of customer issues, manage expectations with transparency, and execute timely follow-ups until a resolution is reached.
• Cross-Functional Collaboration: Partner with internal departments (Dev, ITS, and AM's) to escalate complex issues and ensure swift problem resolution.
• Proactive Communication: Keep customers informed of platform updates, service announcements, and the status of escalated incidents.

Qualifications & Skills

• Communication Mastery: Exceptional verbal and written English proficiency is required.
  Digital Communication Tools: Proficiency in Microsoft Teams , Outlook  and Telegram for external customer communication and internal collaboration is a significant plus.
• Technical Aptitude: Proficient in Microsoft Office (with advanced skills in Excel).
• Tool Savvy: Experience with Jira Service Management and SharePoint is a significant advantage.
• Analytical Mindset: A basic understanding of APIs,  hands-on experience with Postman  and Swagger is a major plus for troubleshooting technical queries.
• Multilingual Bonus: Fluency in Mandarin or Cantonese (both verbal and written) is highly preferred and will be considered a top-tier asset.
• Adaptability: A fast learner who can work independently with minimal supervision and pivot quickly as processes evolve.
• Flexibility: Must be willing to work in rotational shifts, including weekends and holidays, to support our global user base.

Educational Requirements

• Degree Holder: Must possess a Bachelor’s Degree in any field (Business, Communications, or IT-related courses are preferred).